KIMBERLEY – In recent times, the retail industry has become notorious for its lack of empathy and basic care for the elderly or special needs persons. This was made very clear recently at ABSA bank in the Diamond Pavilion Mall in Kimberley, where an elderly man with difficulty walking was not offered a chair or any assistance from the staff while signs indicated special tellers for the elderly and differently-abled people.
The elderly man who had difficulty walking visited the branch at around 10:00, despite there being a sign posted for elders, pensioners or disabled persons, nobody asked to assist him. He had to sit and wait on the bench and stand up and move every time the next customer was called until around 12:00. Once he was finally called the staff didn’t even offer him a chair and he had to stand at the counter while the staff sat comfortably and took their time. Fortunately, another customer, a woman dressed in an army uniform, took it upon herself to pull a chair closer and offered it to him.
The sign stating “Pensioners/Differently abled people” is false advertising. They are tricking new elderly and pensioner customers into thinking this is a place where they will be taken good care of before they are escorted into the consultation area that is separate from the main spectacle, only to later discover the sign is a lie when they have to endure the same queue as the able-bodied.
To add insult to injury, there appears to be gossip amongst the staff about the customers they are supposedly helping, making personal comments about them in front of other customers.
Unfortunately, the bank is no exception. Similarly, the Telkom branch just around the corner from the bank had no seating for the elderly, pensioners or people with special needs, forcing customers to sit on cracked plastic bar stools.
Since when have we stopped caring about the elderly, pensioners or people with special needs? Have we lost respect for our elders?
It is a universal responsibility to treat the elderly with respect, empathy and compassion. After all, if not for them, we wouldn’t be where we are today. We should start to demonstrate our appreciation for their contributions by offering them the care and attention they deserve. This includes offering them seating, assistance and privacy when discussing their private business.
It is clear that the retail industry has become severely lacking in customer service, particularly when it comes to the elderly and disabled. It is time for the retail industry to take steps to ensure that everyone is treated with respect and empathy when visiting retail premises, regardless of their age or physical ability.
This is why it is up to us, as members of the community, to show empathy and respect for our elders. It is the least we can do.
This article was written by Jurno.
Tags: Diamond Pavilion Mall Telkom